Support Logic

Understanding Support Logic

What is Support Logic

SupportLogic is a customer support AI platform that uses natural language processing to analyze customer interactions and predict customer escalations before they happen.

Getting access to Support Logic

Access is provisioned through Lumos.

Subscription overview

• Current subscription type: CoreSX
• Pricing Model: Usage-based (Credits)

Below outlines the features included in our current subscription:

Feature	Description
Sentiment Analysis	Uses AI to detect tone, urgency, frustration, and other emotions from support tickets.
Escalation Management	Predict tickets that are likely to escalate based on sentiment and signals. This helps reduce escalation rates and improve support efficiency by allowing our support team address issues early on.
Backlog Management	Surfaces aging or at-risk tickets from the backlog, helping the team prioritize and close them more efficiently.
Text & Support Analytics	Extracts key topics, patterns, and issues from support cases using Natural Language Processing (NLP).
Proactive Alerts	Create and send custom proactive notifications (Slack, CRM, etc.) when specific risk or sentiment triggers are detected.
SLA/SLO Management	Allows us to set up service-level goals and agreements within SupportLogic and use it to create proactive alerts on possible breaches or delays.
Custom-Tuned AI Models	AI is tailored to our historical support data and language, making predictions and alerts more accurate.
40+ Signal Extraction	Pulls out over 40 different customer sentiment signals (for example: urgency, frustration, product mentions and etc) from our support data using AI and NLP.

Modules such as Assign (Intelligent Case Assignment), Elevate (Quality Monitoring), Assist (Support Productivity) and Expand (Account Management) are seat based license and not included in our current subscription. See SupportLogic’s pricing page for more details.

Control Center

The Control Center is the central administrative console in SupportLogic used to manage platform-wide settings. From here, administrators can configure user access, customize the user experience, manage data visibility, and integrate with external systems such as Zendesk and messaging platforms.

The Control Center is divided into two primary configuration categories: General Settings and Pages.

General Settings

The General section provides foundational configuration tools that allow administrators to tailor the platform to organizational needs. Key capabilities include:

• Defining site-wide defaults, such as user interface branding, enabling CRM writeback and in-app tooltips
• Creating and managing User Profiles to control layout and feature visibility by user group
• Configuring Scope to restrict case visibility based on CRM (Zendesk) field values
• Enabling or disabling specific Fields for use in filters, views, and reports
• Setting service level objectives (SLOs), including response and resolution time targets

Pages

The Pages section allows administrators to customize the layout and functionality of specific pages within SupportLogic.

For a detailed overview of each setting and its purpose, refer to SupportLogic’s documentation about Control Center > Settings.

Change Management

Changes within Control Center > Settings in SupportLogic are considered ad-hoc and take effect immediately after saving. Because these settings affect platform-wide functionality, it is strongly recommended to test all configuration changes in the SupportLogic Sandbox environment first (once available) before applying them to production.

All proposed changes must use the Customer Support Operations feature request issue template.

Roles and permissions

SupportLogic offers two ways to control what users can see and do in the platform:

1. Roles & Permissions: Define what actions a user is allowed to perform (For example: creating an alert, ML training, sentiment acknowledgement). For a full list of available permissions and their descriptions, refer to the Role-Based Permissions Guide.
2. User Profiles: Control which modules, tabs, and visual dashboards are visible in the interface.

Both areas can be configured under Settings → Control Center and can be used together to ensure users have only the access they need.

Creating a role

1. Go to Control Center → Settings → Roles and Permissions
2. Click + Add Role
3. Define the following:
   • Role name and description
   • Scope (optional): Select CRM/Ticket field(s) (Example: Ticket Status) to limit which cases users with this role can access.
   • Scope Ticket Owner (optional): Restricts a user’s access to only the cases where they are listed as the owner in the CRM system.
   • Permissions: Check the boxes for what the role should be able to do.
4. Click Save

Editing a role

1. Navigate to Control Center → Settings → Roles and Permissions
2. Click the dropdown list next to the name of the Role you want to modify and select Edit Role
3. Modify the role name, scope, ticket owner visibility, and permissions as needed.
4. Save your changes

Restricting access using User Profiles

To restrict access using User Profiles, go to Control Center → Settings → User Profiles.From there, you can create a new user profile or edit the user profile for each role. Alternatively, User Profiles can be modified at a role level through Control Center> Settings >Roles & Permissions then click the dropdown list next to the name of the Role you want to modify and select Edit layout.

A full step-by-step guide can be found in SupportLogic User Profiles.

Current Roles and Permissions in use

Permission	Admin	Support Manager	Support Engineer
Accounts
Edit Customer	✓	-	-
Create Virtual Accounts	✓	✓	✓
Delete Virtual Accounts	✓	✓	-
Health Score	✓	✓	✓
Support Engineers
Support Engineer Performance	✓	✓	-
Create Virtual Teams	✓	✓	-
Delete Virtual Teams	✓	✓	-
Manage Agent Skills	✓	✓	-
Manage Agent Capacity Limits	✓	✓	-
OOO events	✓	✓	✓
Alerts
Personal Alerts	✓	✓	✓
Shared Alerts	✓	✓	✓
Alerts 2.0
Create Subscriptions	✓	-	-
Manage Subscriptions	✓	-	-
Ticket
Manage Events	✓	✓	-
Edit Ticket	✓	✓	-
Ticket assignment
Manage Shifts	✓	✓	-
Ticket evaluation
Ticket Evaluation Criteria	✓	-	-
Completed Ticket Reviews	✓	-	-
Ticket Review	✓	-	-
Escalations
Manage Escalations	✓	✓	-
AI
Enable Gen AI upon case opening	-	-	-
Knowledge Search	-	-	-
ML
Train ML	✓	✓	-
Customize Labels	✓	✓	-
Acknowledge Sentiment	✓	✓	-
Settings
Settings	✓	-	-
View User Engagement	✓	-	-
View Usage & Billing	✓	-	-
User
Create/Edit User Profiles	✓	-	-
Add/Remove Users	✓	-	-
View as other user	✓	-	-

Change Management

Changes to Roles & Permissions and User Profiles in SupportLogic are considered ad-hoc. These updates are made directly within the platform and take effect immediately after saving. Always review changes thoroughly before applying them to prevent unintended access or visibility issues.

Any request to modify roles, permissions, or user profiles must use the Customer Support Operations feature request issue template.

Managing users

Access to SupportLogic is automatically provisioned through Lumos. When a user’s access request gets approved, Lumos creates the user account in SupportLogic and assigns the base-level role (typically Support Engineer role).

Note:

Once Issue #1932 is completed, Lumos will support role and permission selection during the access request process. At that point, users will be able to specify their required role in the initial request, and Lumos will automatically assign it within SupportLogic.

If manual user creation is required (For example: when automated provisioning fails or for non-standard access scenarios), below are the steps to manually add a user in SupportLogic:

1. Go to Control Center → Manage Users
2. Click + Add User
3. Enter the user’s name and email address
4. Choose the appropriate Role
5. Click Create

Field Configuration and Refresh

Under Control Center > Settings > Fields, administrators can perform field configuration and refresh for both case or ticket fields and customer fields.

Refreshing field values

SupportLogic synchronizes field values from Zendesk. When a new value is added to a Zendesk field or an existing field value changes, you may need to refresh the values in SupportLogic to maintain synchronization.

To refresh field values, navigate to Control Center > Settings > Fields. There are two refresh options available:

1. Last Refresh (all fields) - Refreshes all fields in the system automatically from top to bottom. Once all fields are refreshed, SupportLogic will display an updated table of field values from Zendesk. Note: Separate refresh required for Case fields and Customer fields.
2. Refresh (individual field) - Refreshes specific fields when you need to update only certain fields based on changes in Zendesk. Each field displays the timestamp indicating when it was last refreshed.

Creating field value aliases

When field values from Zendesk should be consolidated for better usability in SupportLogic, you can create aliases to link multiple values together into a single display option. This is particularly useful when you have multiple similar values that serve the same functional purpose.

To create a field value alias:

1. Update the Your Label entry for all values you want to consolidate. SupportLogic will then display a bracket to the left of the linked field values to indicate they are aliased.
2. (optional) Manually re-order the list for optimal UI display.

Configuring field display name

To customize how field names appear in the SupportLogic interface:

1. Navigate to Control Center > Settings > Fields
2. Locate the field you want to modify and hover over the field name to show the pencil icon
3. Click the pencil icon to open the field name editor
4. Enter the desired display name
5. Save the changes

Users will need to refresh their browser to see the updated field labels.

Deleting/removing a field

To remove a field from the SupportLogic interface:

1. Navigate to Control Center > Settings > Fields
2. Locate the field you want to remove
3. Hover over the field row to show the X icon at the end of the line
4. Click the X to remove the field from the interface

Important: Once a field is removed, it only removes the field from the user interface. However, the data continues to be ingested from Zendesk and stored in SupportLogic. The field remains available for administrators to reconfigure and make visible again at any time.

Mapping new fields and tags

To map new or additional Zendesk fields or tags into SupportLogic, contact support@supportlogic.io as this cannot be done in the Control Center.

Change Management

Changes made to Fields are considered ad-hoc and take effect immediately after saving. Because these settings affect the entire platform, it is strongly recommended to:

• Test all configuration changes in the SupportLogic Sandbox environment (once it’s available for use) before applying them to production.
• Consider the impact on both user experience and reporting results.
• Plan changes carefully as they affect Operational Metrics and quarterly reports.

All proposed changes must use the Customer Support Operations feature request issue template.

Common issues and troubleshooting

This is a living section that will have items added to it as needed.